ECXO

MAY 11, 2023

Research by McKinsey discovered that companies that get organised and manage CX can realise a 20% improvement in customer satisfaction, a 15% hike in sales conversion, a 30% reduction in the cost to serve and a 30% increase in employee engagement. .’ And being able to organise around your customers pays. Let’s continue.

Customer Centricity 52

Customer Centricity Customer Journeys Self Service Culture 52

CX Journey

JUNE 16, 2015

You've got a roadmap, a governance structure, and some initiatives in place with owners and project plans. You need to put the focus back on marketing, advertising, and sales, on acquiring new customers. Those customer experience improvement initiatives will ultimately drive sales! You're truly making progress.

Advertising 80

Advertising Roadmap Government Course 80

Customer Alignment

MARCH 2, 2018

Although she came from a customer facing sales environment, she sought guidance on how she might hit the ground running if she decided to take up this new role. Day 61-90: EXECUTE a roadmap which breaks down how and when you will get to the blueprint Establish and agree the high-level work streams with the wider working team.

Chief Customer Officer 99

Chief Customer Officer Customer Journeys Customer Experience Roadmap 99

Gainsight

MAY 13, 2020

Given that new sales will likely decrease, there has never been a more crucial time to support your existing customer base. Using Gainsight, they are able to map use cases and urgency into a roadmap which is translated into a Customer Success Plan that both the CSM and the customer have alignment around. What is ‘The Build Trap’?

Roadmap 59

Roadmap ROI NPS Customer Success 59

Avaya

APRIL 10, 2019

39% growth in digital sales. Skills-based routing – Advanced rules that change in real-time, based on the AI algorithm, to govern how to route customer interactions based on skills of agents available and circumstances causing customer interactions at that time. 80% increase in transactions handled by self-service apps.

Contact Center 71

Contact Center Self Service Virtual Agent Analytics 71

West Monroe

DECEMBER 20, 2022

According to the IDC, by 2024, 80% of global manufacturers will incorporate environmental sustainability into their product life cycle management process and ecosystem, improving sales by 3%. Data governance is also critical, and often overlooked. Large manufacturing enterprises are making advancements in most of these areas.

Metrics 52

Metrics Roadmap Leadership Analytics 52

West Monroe

DECEMBER 20, 2022

According to the IDC, by 2024, 80% of global manufacturers will incorporate environmental sustainability into their product life cycle management process and ecosystem, improving sales by 3%. Roadmap and an execution plan to meet your objectives. Data governance is also critical, and often overlooked.

Metrics 52

Metrics Roadmap Leadership Analytics 52

CSM Magazine

JUNE 14, 2022

In 2021, we announced our roadmap for data sovereignty across Southeast Asia with a local data centre in Singapore after successfully on-boarding many new cloud customers in the APAC region. This was especially true for financial and government institutions. Olle Düring is SVP of Sales, International at Calabrio.

Banking 59

Banking Employee Engagement Roadmap Data 59

SmartKarrot

DECEMBER 13, 2022

Provide proactive thought leadership on customer strategy and roadmap, account governance, and reoccurring strategic discussions with both customer and SI. Partners with other CS Segment Leads, SaaS Ops, Product, Engineering, Partner Enablement, Marketing and Sales to execute leader-developed strategy. Apply here: [link].

Customer Success 19

Customer Success Roadmap Leadership Government 19

SmartKarrot

APRIL 27, 2022

Influencing the product and marketing roadmap based on insights gained by being the primary customer advocate. Take charge of, build, and drive a pipeline of expansion prospects with existing client portfolios to move through an expansion sales funnel. to the management team so that timely action can be taken.

Customer Success 19

Customer Success Roadmap Government Customers 19

North Highland

SEPTEMBER 27, 2019

Once these opportunity areas have been defined, organizations can then design data-driven interactions, prioritize these interactions by applying the criteria of desirability, viability, and feasibility, and roadmap the deployment of these designs. Double -down on data governance. This final set of activities completes the strategy.

Data 40

Data Government Social Media Roadmap 40

Gainsight

AUGUST 2, 2021

In most organizations, CS Operations governs six key components: Reporting. The CFO and other CXOs appreciate being able to use this data to be prescriptive about roadmap decisions, act quickly on customer signals, and scale the business more efficiently. Reporting, data, and systems are on the technology side of your CS Ops functions.

Fashion 52

Fashion Leadership NPS Report 52

SuiteCX

JUNE 16, 2017

Mobile enables smart sales associates to suggest alternative products, help consumers find the product in their size, and enable consumers to have the product delivered to their home or arrange for pick up in store. Retailers will need a data and technology roadmap to help direct future investments where they will make the most difference.

Omni-Channel 124

Omni-Channel Retail Industry Multi-Channel 124

SmartKarrot

NOVEMBER 7, 2022

Collaborate with the Sales team to ensure a seamless handoff from Sales to CS. Collaborate with the Product team to groom and enhance our product roadmap. Work closely with sales, finance and delivery teams to achieve client outcomes. Collaborate with Marketing to build and enhance customer facing collateral.

Customer Success 19

Customer Success Case Study Roadmap Leadership 19

SmartKarrot

OCTOBER 12, 2022

Ensure the team understands and presents the product roadmap to Clients, articulating how those investments translate to business value. Develop strategic relationships with key stakeholders to understand their goals and success roadmap. usage, transaction volume, vendor enrollment, etc.). Apply here: [link].

Customer Success 19

Customer Success Roadmap Consulting Financial 19

SmartKarrot

AUGUST 12, 2021

Role: Director, Customer Success Location: Santa Barbara, CA, US Organization: Tapjoy As a Director of Customer Success, you will oversee the Customer Service function and will partner with the Sales, Operations, and Product teams to ensure the best possible customer experience. Hire, train and retain a high-performing customer success team.

Customer Success 16

Customer Success Net Promoter Score Roadmap Leadership 16

SmartKarrot

MAY 11, 2022

Work cross-functionally with Product, Sales, Account Management, Support, and Marketing to ensure customers have the full power of Front behind them. Help communicate customers’ needs to the Product team and help shape our product roadmap. Present product roadmap and confirm alignment with the customer’s agenda.

Customer Success 19

Customer Success Roadmap Customer Satisfaction Knowledge Base 19

SuiteCX

JUNE 16, 2017

Mobile enables smart sales associates to suggest alternative products, help consumers find the product in their size, and enable consumers to have the product delivered to their home or arrange for pick up in store. Retailers will need a data and technology roadmap to help direct future investments where they will make the most difference.

Omni-Channel 100

Omni-Channel Retail Multi-Channel Social Media 100

Magellan Solutions

AUGUST 1, 2022

IBPAP will collaborate with various government and private entities to make sure the industry and its workers are prepared to meet the expanding and changing demands of the global marketplace. . IBPAP will soon release a roadmap for the industry through 2028. . Source: IBPAP. The forecasted growth rate of the PH IT-BPM services.

Report 40

Report Industry Government Healthcare 40

SmartKarrot

FEBRUARY 21, 2022

Seamlessly partner with internal teams (Sales, Subject Matter Experts, and Support to deliver exceptional customer experiences. Collaborate with sales and support in developing and delivering engagement plans that fulfill the customer’s objectives. Assist sales in identifying growth opportunities or renewal risks.

Customer Success 19

Customer Success Case Study Roadmap Exercises 19

SmartKarrot

JANUARY 11, 2022

Partner with the Sales team to engage with prospective customers and existing customers to expand accounts and look for expansion opportunities, ensuring optimal transfer of knowledge and relationships. Manage the PartsTrader implementation process while working closely with Account Executives and Sales Support.

Customer Success 19

Customer Success Roadmap Metrics Sales 19

inmoment

JUNE 1, 2020

Since the pandemic transcended into Australia/New Zealand in early 2020, InMoment’s APAC Sales Director Simon Benns has seen an interesting shift toward an empathy economy. These kinds of actionable insights will inform your business roadmap and propel your brand forward. Simon is Sales Director for InMoment in ANZ.

Customer Experience 69

Customer Experience Analytics Survey Feedback 69

SmartKarrot

AUGUST 29, 2022

Establish a metrics framework to realize and measure business value through use of Pega software, co-produce a strategic roadmap for transformation, and encourage adoption of best practice through enablement and governance. Identify and develop upsell and cross-sell opportunities with the Sales team. Apply here: [link].

Customer Success 19

Customer Success Call Center Roadmap Government 19

SmartKarrot

MARCH 7, 2022

Be the voice of the customer and provide inputs and feedback into other parts of the organization including; Product, Sales, Engineering, Machine Learning, and others. Work cross-functionally with sales, marketing, engineering, and product teams to align on customer needs and company strategy.

Customer Success 19

Customer Success NPS Roadmap Metrics 19

SmartKarrot

MAY 19, 2022

Client Training (facilitating educational programs) in sales and trading to support knowledge and advocacy of the MediaMath platform. Identifying Sitecore advocates and supporting sales to grow the account (up/cross selling).

Customer Success 19

Customer Success Multi-Channel Roadmap Consulting 19

SmartKarrot

NOVEMBER 22, 2022

You will partner with leadership across sales, ops and account management to ensure governance and standard best practices are not only in place but followed. Set and monitor performance targets and metrics for the UK team CSM organization.

Customer Success 19

Customer Success Roadmap Leadership Government 19

Gainsight

OCTOBER 17, 2019

And even then it was ad hoc and anecdotal—it took awhile for the CS conversation to be as quantifiable as sales or marketing. Historically, board meeting agendas were often limited to corporate governance, financial performance, and sales activity. Nothing quantifiable—highlights in releases, roadmaps, tradeoffs.

Metrics 45

Metrics Meeting NPS Effort Score 45

NetBase

MAY 8, 2019

But that’s not all this prolific business leader offers – his entire outlook on life is a roadmap for businesses to follow – and you can bet that top enterprises are. Berkshire Hathaway has four retail furniture businesses, and Buffett acknowledges that online competitors such as Wayfair have hurt sales — at least in the short term.

Consumers 49

Consumers Case Study Analytics Retail 49

SmartKarrot

OCTOBER 17, 2022

Maintain an effective account governance process in collaboration with customers’ key stakeholders as well as the internal account team. Support the sales process by communicating with prospective clients, as needed. Help clients get the most out of Nliven including integrated product offerings such as CRM, reporting, etc.

Customer Success 19

Customer Success Retail Case Study Roadmap 19

SmartKarrot

JUNE 16, 2022

Interface closely with sales, support, product, and engineering teams to share client feedback, resolve escalations, deliver outstanding client experiences, and directly impact the product roadmap. Identify new sales opportunities and engage the account director where relevant. Apply here: [link].

Customer Success 15

Customer Success e-support Roadmap Government 15

Gainsight

DECEMBER 13, 2018

And rather than see that as a bad thing (what we used to call “Shadow IT”), I’m embracing it and experimenting with different models for governance and collaboration. Long-term project roadmap. Here are three axioms of this “facilitator” model I put in place: 1. Get the right people in the room. Admin access policy.

Guidelines 49

Guidelines System Roadmap Groups 49

ChurnZero

OCTOBER 16, 2020

Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. That was followed by the undecided (24%) leaving only 13% of participants who voted against the motion (believing that Sales should own the renewal). If you don’t fully understand these cases yet, that’s OK.

Sales 98

Sales Customer Success Conference Customers 98

Circular Edge

MAY 2, 2022

Being accessible to not only the finance team but other units — sales, operations, HR — can help you gain the expansive knowledge required to be that strategic partner. With that in mind, Thomas adds that finance chiefs should be involved in creating a technology roadmap of what tools the business should plan to invest in and when.

Culture 52

Culture Healthcare Apparel Financial 52

SmartKarrot

NOVEMBER 19, 2020

Role: Customer Success Director, North America Location: Newton, MA, US Organization: CyberArk As a Customer Success Director, you will be responsible to accelerate time to value and drive higher product adoption by aligning customer goals to education, adoption roadmaps, and regular engagement with the customer.

Customer Success 10

Customer Success Consulting Roadmap Government 10

SmartKarrot

MAY 19, 2021

Align with Sales, Marketing, and Product around driving product roadmap. Working collaboratively with the sales team. Maintain regular and appropriate communication and governance, with both internal and external executive teams to ensure alignment and transparency. Conflict resolution skills and solving complex problems.

Customer Success 10

Customer Success Roadmap Groups Government 10

SmartKarrot

AUGUST 4, 2021

Own and drive ARR growth of existing SKUs, governance of all account initiatives. Represent the voice of the member to provide input into every core product, marketing and sales process. Represent the voice of Foodbomb’s customers and influence product development roadmap.

Customer Success 10

Customer Success CRM ROI Roadmap 10

SmartKarrot

MARCH 30, 2021

Role: Director of Customer Success Location: New York, NY, US Organization: Atlas Search As a Director of Customer Success, you will identify and engage current and potential clients utilizing various sales methods. Delivering engaging presentations that showcase Beam’s work to the partners in the government ecosystem.

Customer Success 10

Customer Success e-support Roadmap Analysis 10